Users reported inconsistent Voice AI behavior when calls were routed through Attendant and Overflow flows integrated with Microsoft Teams. Similar test calls produced different outcomes, including delayed transfers to overflow, calls ending without collecting additional caller details, confusing transcript prompts, and unanswered calls not reaching on-call staff. The request is to improve reliability and consistency of call routing, timeout handling, and overflow behavior so callers always receive a predictable experience. Requested improvements include ensuring unanswered calls consistently transfer to overflow for both new and existing tickets, eliminating dead air during transfers, prompting callers for additional information before ending calls, clarifying transcript messaging, and providing clearer configuration guidance for Teams timeout and forwarding settings.